United Airlines faced a "classic no-win situation" when a passenger refused to leave his seat, transportation expert Joseph Schwieterman tells the Chicago Tribune. "The incident highlights the tension that can arise when airlines break bad news to passengers," he adds in the Daily Herald.
To win back public support, United CEO Oscar Munoz "needs to be out front," says public relations expert Ron Culp. "He'll probably have to become more visible. United will have to show it's contrite and admit to the fact that this was an overreaction," Culp tells Crain's Chicago Business.